Service Delivery Manager
hace 4 semanas
At Dek Technologies, we're harnessing technology to drive meaningful change. Our Service Delivery team ensures the delivery of our services to clients and from clients to their customers. They define and shape the best processes and tools for the client to maintain and increase a product's value and manage the relationship between the client and our operational services teams. Key Responsibilities: Developing Client Relationships
Active participation in client/internal contract negotiations
Production of Service Design requirements
Contribution to efficiently estimating costs, timescales, and resource requirements for the successful delivery of service commitments Service Governance
Evaluation of the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client Services)
Process Management: establishment and maintenance of the processes required in the provision of Client Services Commercial Management
Assistance with the planning and management of the overall financial budget to minimize risk and maximize profitability Problem Management
Contribution to problems being addressed in a timely manner, and with minimum impact Service Transition Management
Ensuring that new services or changes in services are transitioned into support according to established processes Business Continuity Management
Working closely with clients around business continuity; participating in the planning and implementation of methods for risk management, impact analysis Service Improvement Management
Ensuring Continual Service Improvement (CSI)
Qualifications: 5+ years of experience, experience working in delivery of similar ITIL aligned services to SLAs, working knowledge of relevant technologies, well-developed communication skills, highly efficient and well-organized, excellent written and spoken English, nice to have Portuguese skills, able to write clear and articulate reports, diplomatic and able to remain calm under pressure.
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